The Effect of Logistics Distribution Performance on Customer Satisfaction at the 3PL Company PT.X in Padang, West Sumatra
DOI:
https://doi.org/10.38035/snefr.v2i2.1123Kata Kunci:
Logistics Distribution Performance, Delivery Delays, Product Nonconformity, Product Damage, Tracking System, Customer SatisfactionAbstrak
This study aims to analyze the effect of logistics distribution performance on customer satisfaction at third-party logistics (3PL) companies in Padang, West Sumatra. Operational issues such as delivery delays, discrepancies in the quantity of goods, damaged goods, and tracking system problems can lower customer satisfaction levels. The empirical gap in this study is that previous research has shown mixed results regarding the impact of delivery delays, discrepancies in goods, damaged goods, and tracking systems on customer satisfaction. This study aims to analyze and validate the hypotheses of previous research regarding whether delivery delays, discrepancies in goods, damaged goods, and tracking systems have a significant impact on customer satisfaction. This study employs a quantitative approach using Partial Least Squares-Structural Equation Modeling (PLS-SEM) via the SmartPLS software. Data were collected from 50 distributor customers using a five-point Likert scale questionnaire with a saturation sampling technique. The results indicate that the variables “product damage” and “delivery delays” have p-values < 0.05 and T-statistics > 1.96, indicating a significant effect on customer satisfaction. Meanwhile, the variables of product nonconformity and the tracking system, with p-values of 0.393 and T-statistics of 0.854, did not have a significant effect on customer satisfaction. The tracking system variable had a p-value of 0.798 and a T-statistic of 0.256, indicating that it did not have a significant effect on customer satisfaction.
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